Online Complaint

Making a complaint to ComReg about your ECS or PRS service provider

To lodge a formal complaint with our Consumer Care Team, you must first go through the following steps:

1) Make a formal complaint to your service provider (ECS/PRS)

• You first need to make your complaint formally and obtain a complaint reference number from your service provider.
• Service providers are allowed 10 working days to resolve your complaint.
• If you have repeatedly attempted to contact your service provider to make a complaint formally without success, ComReg may intervene directly with the service provider on your behalf.

2) Wait 10 working days for your complaint to be resolved

• If your complaint remains unresolved after 10 working days, you may request ComReg's assistance in resolving the complaint.
• Contact our Consumer Care team once 10 working days have passed.
• Complaints must have been first notified to the provider in accordance with their code of practice for complaints handling within the previous 12 months.